Customer Experience Advocate Analyst

Customer Experience Advocate Analyst

Troy, MI 48098

Our Customer Experience (CE) team is a central point of consumer (i.e., current, former, and prospective customer) feedback, obtained primarily through Voice of the Customer (VOC) and surveys, allowing us to identify and act on issues, gap, and/or opportunities, mitigate issues, and continually improve policies, procedures, and practices to increase customer loyalty, revenue, and satisfaction. The CE team collects and analyzes feedback, compiles and distributes deliverables via dashboards and reports.

CE facilitates or participates in project and initiative discussions and other mitigation (i.e., experience improvement) forums, using data and sentiment to drive change in our organization. Having oversight and giving insight into potential reputational risks, capacity and service level optimizations, and strengthening consumer relationships and loyalty, CE is the voice of the customer. Broadcasting and advocating change for the betterment of consumers and the bank is what this team is all about.

The CE team is comprised of Customer Experience Insight & Reporting Analysts and Sr. Customer Experience Insight & Reporting Analysts. An Analyst is an experience extraordinaire, creative, passionate, influential and inspiring their peers and colleagues, and performs their duties and responsibilities efficiently and effectively.

• Gather and analyzeclientfeedback from call centers, bank branches, the Office of the President, and third-party vendors.

• Prepare and distribute recurring and ad hoc dashboards, reports, and written summaries that highlight keyclientinsights.

• Identify trends, service recovery needs, and potential compliance risks, and communicate findings to stakeholders in near real-time.

• Support internal and external audit requests related to complaints.

• Track planned and unplanned events (e.g., system outages, product launches) to provide context forclientfeedback and complaint volume.

• Complete ad hoc data analysis to support business decisions.

• Plan, coordinate, andfacilitatemonthly cross-departmental complaint mitigation meetings.

• Track and follow up on action items and experience improvement initiatives, escalating to leaders or business partners as needed.

• Leverage client data and trends to recommend updates to policies, procedures, or processes to improveclientsatisfaction and loyalty.

• Monitor and report progress on customer experience initiatives and highlight successes in reports, audits, and organizational updates.

• Adhere to assigned work schedules, including all required meetings and events.

• Maintain flexibility to support business needs, including occasional evenings, weekends, and holidays.

• Support the bank’s Enterprise Complaint Management (ECM) program and program success by training and educating teammates on complaint expectations, ensuring complaint handling tools and resources are updated, intuitive, and comprehensive; documenting key finding or issues for escalation or resolution.

• Perform special projects,additional duties and responsibilities as required.

• Consistently adheresto regulatory and compliance policies and standards linked to the job as listedand complete required compliancetrainings.
  
  Accountable tomaintaincompliance with applicable federal,stateand local laws and regulations.

• Education level required:
  
  High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.

• Minimum experience required:2+ Yearsof client service and/or contact center experience.

• Minimum experience required:2+ Yearsof…